Tuesday, January 22, 2013

Increase Customer Satisfaction

Instant-Replays has one goal: To help other businesses increase their level of customer satisfaction. During the next few weeks Instant-Replays will be posting blogs about what you can do now to improve your interactions between sales associates and customers.

There are several easy, but significant ways to increase customer satisfaction as soon as the customer walks in to your business:

  • Shake hands
  • Greet your customers upon arrival to the business 
  • Remember to smile
  • Ask if you can be of any service to them
  • Be accommodating 
    • Ask if they would like a refreshment
  • Make eye contact
  • Pay attention to voice inflection\
  • Notice small details about your customers and compliment them
  • Always encourage them to come back 

Monday, January 7, 2013

Complement Mystery Shops with Customer Surveys

     Instant-Replays understands the value of customer satisfaction and we continuously strive to improve our customer service and help other businesses improve. Instant Impressions is our customer survey division, which is a service that allows businesses to create customized surveys for up to 500 participants. 

     Try Complementing your company's mystery shopping package with customer surveys to obtain feedback from numerous customer responses rather than a single interaction. Surveys are a marketing tool that will dramatically increase sales because you will be able to improve daily business interactions based on the perspectives of current clients. Instant-replays will work with your business to create the customized survey and ensure that we maintain our survey response rate of 35%-50%. 

Why Should You Implement Surveys?

  • According to studies by the Technical Assistance Research Programs Institute, 91% of unhappy customers will never buy from a company that has displeased them again – and will also voice their dissatisfaction to at least seven people.
  • Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affairs
  • 70% of buying experiences are based on how the customer feels they are being treated – McKinsey
  • 55% of customers would pay extra to guarantee a better service – Defaqto research